Background

The Eastern and Southern African Management Institute (ESAMI) is a Pan-African intergovernmental regional management development centre headquartered in Arusha, Tanzania, currently owned by ten-member governments from the Eastern and Southern African region. These include Eswatini, Kenya, Malawi, Mozambique, Namibia, Seychelles, Tanzania, Uganda, Zambia and Zimbabwe. It is a service and market-oriented institution offering high-level specialized management training and development programme, consultancy and action-oriented management research services. ESAMI’s target clients are governments, regional and international institutions, NGOs, parastatals, private sector and national training institutions in African region.

ESAMI invites applications from suitably qualified and motivated individuals to fill the position of Client Relationship Officer (Intern) at its Office in Lusaka, Zambia.

Reporting to the Country Manager, the Client Relationship Officer (Intern) will provide administrative and client support services to facilitate smooth and efficient programme operations and office operations The intern will contribute to effective service delivery while ensuring positive and professional client experience.

Responsibilities and Duties

• Serve as the point of contact for program participants and clients, responding to inquiries and providing accurate information about programs and services.
• Manage client registration processes, including application processing, confirmations, and follow-ups.
• Maintain high levels of customer satisfaction by addressing client needs and concerns promptly and professionally.
• Coordinate program logistics including classes, workshops, and related events.
• Prepare and distribute program materials such as timetables and other relevant documentation.
• Collect, analyze, and respond to participant feedback to enhance program quality and service delivery.
• Support the management of office supplies and inventory related to program activities.
• Assist in organizing and executing program events, including receptions, graduation ceremonies, and networking events.

Qualifications and Experience

• Bachelor’s degree in business administration, business management, Public Relations, Customer Service, or any other related field.
• At least three (3) months of relevant experience in client services, program coordination, or administrative support.
• Strong interpersonal and communication skills.
• Excellent organizational and time management abilities.
• Proficiency in Microsoft Office applications and office management systems.

Competencies and Skills

• Communication and Interpersonal Skills
• Attention to detail
• Problem-solving skills
• Planning, organization and coordination skills
• Ability to multitask and manage competing priorities
• Demonstrated professionalism and customer service orientation.
• Ability to work independently and as part of a team.

• Serve as the point of contact for program participants and clients, responding to inquiries and providing accurate information about programs and services.
• Manage client registration processes, including application processing, confirmations, and follow-ups.
• Maintain high levels of customer satisfaction by addressing client needs and concerns promptly and professionally.
• Coordinate program logistics including classes, workshops, and related events.
• Prepare and distribute program materials such as timetables and other relevant documentation.
• Collect, analyze, and respond to participant feedback to enhance program quality and service delivery.
• Support the management of office supplies and inventory related to program activities.
• Assist in organizing and executing program events, including receptions, graduation ceremonies, and networking events.

• Communication and Interpersonal Skills
• Attention to detail
• Problem-solving skills
• Planning, organization and coordination skills
• Ability to multitask and manage competing priorities
• Demonstrated professionalism and customer service orientation.
• Ability to work independently and as part of a team.

• Bachelor’s degree in business administration, business management, Public Relations, Customer Service, or any other related field.
• At least three (3) months of relevant experience in client services, program coordination, or administrative support.
• Strong interpersonal and communication skills.
• Excellent organizational and time management abilities.
• Proficiency in Microsoft Office applications and office management systems.